Customer Experience Senior Analyst

Company Overview:DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.Team Overview:We are looking for a high-performing senior analyst that will participate on initiatives and projects for Spanish Speaking LATAM, with main focus on improving our user experience through every path of our customer journey. We are looking for data driven professionals that can be capable of translating numbers and trends into appealing projects and work with different teams to make them reality.Role Responsibilities:**What You’ll Do**- Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement- Standardize processes according best practices and market reality and develop continuous improvement culture to ensure start from lessons learned and going beyond- Hands on the data, generating insights, acting in the main opportunities and ensuring that we are reaching high customer satisfaction rate according to their inputs- Work with different local stakeholders leading and pushing initiatives important from a CX perspective.Role Qualifications:**What You’ll Need**- Bachelor degree. Preferred industrial engineering- Mandatory fluent English & Spanish- 2-3 years of relevant work experience in continuous improvement areas, operations or customer experience.- Hands-on mentality, motivation and curiosity for the business- Advanced communication skills (written and spoken), you will be dealing with a lot of stakeholders- Experience translating raw data into relevant actionable improvements- Analytical and critical thinking skills- Dynamic person that can work with multiple teams in other countries.- Advanced in Excel or other data management tools (programming languages are a plus)EEO Statement:**You'll love working at DiDi because**- We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.- We are data-driven - We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.- We believe in Win-win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.- We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.**We are committed to building inclusive and diverse teams.**We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.